The role of the support specialist is to help customers with post-sale support queries across the RCT Cloud
solution set. It is important to provide exceptional levels of support to ensure a positive end-to-end
customer experience. In addition, to support, Rectron’s RCT-Cloud Support specialists also act as a backup
for sales and operations.

Outputs and Responsibilities
Technical Support

• Assist resellers and internal teams with technical queries relating to products, systems, programs and tools
• Act as the bridge between Rectron and vendor support for our resellers and/or their end customers
• Regular follow-ups with relevant parties should you experience delays due to non-response
• Communicate frequently encountered queries with the RCT Cloud team, and schedule training with the relevant teams to show how these issues are resolved

Operations Backups

• Act as the backup for the RCT-Cloud operations specialist as required. These duties include, but are
• not limited to:
• Processing of orders on vendor systems and tools
• Processing of purchase orders and invoices on Rectron’s systems and tools
• General reporting

Administrative 

• Ensure Rectron’s support ticketing system is always up to date:
• Tickets assigned correctly
• Details on resolutions captured
• Tagging of tickets
• Assist in other administrative tasks as required
• Escalate issues to manager and/or product managers as required

Vendor Engagement 

• Work with vendor support teams to ensure that customer issues are resolved timeously

Sales

• Where needed, assist customers with quotations
• Ensure that a salesperson is always copied in on quotations sent to customers

Knowledge Maintenance 

• Maintain sound technical knowledge on Rectron’s cloud solutions. This will require to do regular
• training
• Ensure upkeep of relevant vendor certifications
• Maintain a good level of awareness and understanding of all of Rectron’s products, so you may assist resellers immediately

RCT Cloud Team Accountability

• Proactively assist colleagues where help is needed
• Nominate a team member as your backup for when you are not in the office
• Raise issues with colleagues as they arise, and work together to resolve those issues

Reseller Support

• Respond to resellers within 2 hours of receipt of new cases
• Adequate follow-ups of existing cases
• Resolve all queries within 24 hours, with the understanding the delays are only acceptable if we are waiting on updates from the vendor or customer
• Always maintain a positive customer satisfaction score

Education/Qualification, Skills and Experience required 

• Grade 12
• Technical qualification
• 2+ years in a technical customer support environment